Sr. Customer Success Manager

Be the one building AI-powered experiences where they matter most.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
Senior Customer Success Manager
Santiago, Chile (Flexible)
This is a digital-first Customer Success role focused on supporting customers at scale through platforms such as Salesforce, Gainsight, and Genesys Cloud, rather than operating as a traditional high-touch, client-facing CSM.
Role Overview:
Shape the success of Genesys Cloud customers in Chile by orchestrating digital-first experiences that accelerate adoption, strengthen retention, and create sustainable opportunities for growth. This role owns strategic customer engagement across key moments in the lifecycle, using intelligent insights, digital tools, and AI-powered capabilities to prioritize interventions that deliver measurable customer value.
You will guide customers toward effective self-service for day-to-day needs while stepping in directly at critical milestones where alignment, expertise, and strategic guidance can accelerate time-to-value. Your work will connect customer priorities with the right Genesys resources, helping customers realize greater value from Genesys Cloud and expand their use of digital and AI capabilities.
You will influence outcomes across Sales, Product, Renewals, Payment Solutions, Education, Partners, and Customer Success Operations, driving alignment around customer needs and value realization. This visibility provides opportunities to deepen expertise in AI-powered experience orchestration, contribute to enterprise customer success initiatives, and influence how Genesys scales its digital-first customer engagement model.
Key Responsibilities:
Own end-to-end digital customer success engagement, prioritizing high-impact touchpoints that accelerate Genesys Cloud adoption, retention, value realization, and customer growth
Drive repeatable customer success motions using systematic notifications, intelligent insights, and programmatic prioritization to improve engagement and accelerate time-to-value
Orchestrate customer journeys that combine AI-driven self-service with targeted CSM engagement at critical milestones, organizational alignment points, and value realization opportunities
Identify expansion opportunities across Genesys Cloud, Professional Services, Genesys Education, and digital and AI capabilities, connecting customer needs with relevant solutions and expertise
Partner with Sales, Product, Renewals, Payment Solutions, Education, and channel partners to align resources, resolve customer needs, and deliver consistent outcomes across the customer lifecycle
Lead digital customer engagement with accountability for timely, high-quality resolution of inquiries and customer success motions
Provide actionable feedback to Customer Success Operations and AI Operations to improve digital tools, digital assistant models, engagement prompts, and scalable customer success experiences
Influence partner-led customer relationships by coordinating across customers, partners, and Genesys teams to strengthen adoption and long-term value
Required Qualifications:
Demonstrated customer-first mindset with a proactive, solution-oriented approach to customer success
Strong verbal and written communication skills, with the ability to engage customers and collaborate effectively across functions
Proven problem-solving and analytical capability, including the judgment to prioritize customer needs and identify appropriate paths to value
Experience with customer success platforms and systems such as Salesforce and Gainsight, with familiarity with Genesys Cloud or comparable Cloud SaaS platforms
Strong ability to work independently while coordinating complex cross-functional customer initiatives
Experience in B2B environments involving channel partners and partner-led customer relationships
Strong Cloud SaaS product knowledge and practical AI literacy, with the ability to apply digital and AI capabilities to customer success scenarios
University degree in a technology or business-related field, or equivalent professional experience
Preferred Qualifications:
Experience managing a portfolio of Cloud SaaS customers through digital-first or scaled customer success models
Familiarity with Genesys Cloud, customer experience technology, contact center platforms, or AI-powered experience orchestration
Demonstrated experience identifying adoption, retention, or expansion opportunities across complex B2B customer relationships
Experience partnering with senior customer and internal stakeholders to align business priorities and technology adoption
Working at Genesys
AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
Our Talent Acquisition team reviews your application with the hiring team.
A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
Next, you'll meet the hiring manager and other members of the interview team.
We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operati